PILLAR 07
Automation, AI agents and CRM
The CRM actually configured, flows that run on their own, and processes agentised with AI — so follow-up doesn't depend on someone remembering.
When this pillar makes sense
- Leads arrive after hours and get answered days later.
- You have a CRM, but the team doesn't use it because it was never set up for their process.
- Your team repeats the same manual tasks every day.
- You want to use AI in support or sales, but don't know where it helps and where it gets in the way.
- Every customer receives the same emails.
What's included
CRM implementation and administration
HubSpot or Salesforce configured for your real sales process, with stages, owners and reports the team actually uses.
Email marketing and Klaviyo flows
Welcome, abandoned cart, win-back and the flows that run on their own, measured per flow and not just per campaign.
AI agents with human handoff
Agents on your knowledge base that answer, qualify and escalate, with explicit rules for when they stop answering and hand the conversation to a person.
AI-assisted development
Internal tools and custom automations built with LLMs, in a fraction of the time of traditional development.
Personalisation and lead scoring
Behavioural segmentation, lead scoring and automatic routing to the right owner.
Process automation with n8n
Integrations between your tools to remove repeated manual work, documented so your team understands them.
How we run this pillar
15-minute diagnostic
We review your processes, your tools and where time or follow-up is being lost.
Scope and number in 48 hours
A 4–8 week implementation with fixed deliverables and date, or an AI agent pilot to test before scaling.
Map before automating
The process is documented as it is today. Automating a broken process only produces errors faster.
Pilot, measurement and handover
It launches, is measured against the previous process, and is handed over documented so your team can run it.
Tools
- HubSpot
- Salesforce
- Klaviyo
- n8n
- LLMs
- Custom APIs
A product from this pillar
WhatsApp AI Assistant
The part of this pillar you can buy as a product: an assistant that answers your WhatsApp around the clock, logs every case with a reference number and routes it to your team by email. Plans and prices published.
Meet the assistantYour business
online
Customer: Hi, any appointments this Saturday morning?
Assistant: Hi Ana! Yes: 10:00 or 11:30. Which one should I hold?
Customer: 10:00 please 🙌
Assistant: Done, reference C-0418. I'll remind you on Friday.
Who runs it
Erwin Farret
Founder and director
Strategy, performance and AI agentisation
I run the strategy and the client relationship, and personally build the AI process agentisation and LLM-assisted development. Marketing and operations for companies already trading that need senior judgement without opening a full-time role.
LinkedIn
Tania Díaz
Operations, automation and business management
Project management, automation and P&L
Project manager and automation specialist. Also holds the business management side: P&L, resource control and corporate matters.
LinkedIn
FREQUENTLY ASKED
Questions about this pillar
What is an AI agent for customer service?
It is an assistant that answers your customers using your own information — products, policies, FAQs — and can qualify and route requests. What matters is not that it answers everything, but that it has clear rules for when it stops answering and hands the conversation to a person.
Will AI replace my support team?
That is not the goal. The agent handles the repetitive questions that already have clear answers, and escalates to a person anything that needs judgement. Designing that handoff is the most important part of the implementation.
Do you implement HubSpot or Salesforce from scratch?
Yes, or we reconfigure one you already have that nobody uses. Configuration starts from your real sales process, not the tool's default template.
Who runs this pillar?
Erwin Farret personally builds the AI agentisation and LLM-assisted development. Tania Díaz runs process automation and the project management of the implementation.
Start with 15 minutes
Tell us which process costs you the most time. You leave with a concrete next step, whether you hire us or not.